1 reviews | Active since Oct 2014
Waltons Claremont – Speedy Delivery Slot Not Honoured & Poor Communication
I am extremely disappointed with the service I have received from Waltons Claremont. I placed an online order yesterday and selected Speedy Delivery for today between 10:00 and 12:00. When my order did not arrive within the promised time slot, I contacted Waltons via online chat and was advised that I need to follow up directly with the store. This is unacceptable, customers should not be expected to chase stores for updates on online orders, this defeats the purpose of using the online platform!! However, I then called Waltons Claremont, where I was told that the person in charge of Speedy deliveries had already dispatched the order with the driver. This statement was misleading, as according to the FAQ on Waltons’ website, Speedy deliveries are meant to include an SMS with live tracking, which I never received. I made another call to the store and was essentially told to just wait, as all orders had already been dispatched. If that is the case, then what is the purpose of allowing customers to choose a specific delivery time slot if it is not going to be honoured or managed accordingly? It is now almost 2:00 PM, well outside the selected delivery window, and there has been no delivery, no tracking information, and no proactive communication.
This experience reflects poor communication, inconsistent information from staff, and a complete failure to manage customer expectations. I would appreciate a clear explanation as to what went wrong and confirmation of when my order will actually be delivered.
Tracking SMS received at 14h42 and order delivered at 15h02
Incorrect items in my order!! I paid for a certain brand and received a cheaper brand, I ordered black pens and received blue pens!! Upon calling the store, Unathi reckons there is no alternative but for me to come into the store to correct the fault that the store made!! Are you serious, after careful thought I actually refuse to do this.
As per CPA Law - " You have the right to a correct order or refund, and the retailer must arrange collection or return at their expense; you are not obligated to go to the store, especially if the item was delivered incorrectly, under laws like South Africa's CPA which protect online shoppers from bearing costs for supplier errors, mandating the seller covers return costs for wrong items."
So please respond to me as to how you will resolve this.
Tracking SMS received at 14h42 and order delivered at 15h02
Incorrect items in my order!! I paid for a certain brand and received a cheaper brand, I ordered black pens and received blue pens!! Upon calling the store, Unathi reckons there is no alternative but for me to come into the store to correct the fault that the store made!! Are you serious, after careful thought I actually refuse to do this.
As per CPA Law - " You have the right to a correct order or refund, and the retailer must arrange collection or return at their expense; you are not obligated to go to the store, especially if the item was delivered incorrectly, under laws like South Africa's CPA which protect online shoppers from bearing costs for supplier errors, mandating the seller covers return costs for wrong items."
So please respond to me as to how you will resolve this.
